Bad things can sometimes happen to good parcels. Regrettably, many delivery services tend to absolve themselves of responsibility in such instances or complicate the process of retrieval or replacement. We understand the frustration and disappointment that can result, which is why we offer an optional Shipping Protection service. Our aim is to offer you added reassurance and a swift resolution should the unexpected occur.

WHAT IS SHIPPING PROTECTION?

The optional Shipping Protection service is offered by BlockBlueLight to give your parcel protection for your peace of mind:

- Loss, theft or damage in transit.

- Resolution of shipping issues with just an email to us. 

- Item replacement/s.

BlockBlueLight's Parcel Protection program collects a small percentage of your order, excluding shipping and taxes. Our Parcel Protection Policy is not applicable on gift cards, digital products and selected items.

Customers must opt in to our Shipping Protection Policy in the cart before checkout for the Shipping Protection Policy to apply. Our Shipping Protection policy is not transferable or redeemable for cash, and is not refundable. 

By participating in our Shipping Protection policy, you agree that BlockBlueLight reserves the right to modify or replace any part of these terms and conditions and terminate this policy at any time without notice.

WHAT IS COVERED BY OUR SHIPPING PROTECTION?

What happens if my parcel gets lost in transit?

There are times when parcels are not delivered within the standard time frames as specified by the shipping carrier. If this occurs, please contact our customer service team so we can open a missing / delayed parcel investigation. If they deem your parcel to be lost, BlockBlueLight will replace items from your order. If the parcel is delayed and it still showing in transit a reasonable time will need to be allowed for the delivery to still occur. Please note, we do not offer refunds and this shipping protection offers a replacement of items.

What happens if my parcel is delivered to the incorrect address?

If the tracking details show your parcel has been delivered to an incorrect address and we are unsuccessful in retrieving your parcel, it will be deemed to be missing. You will be covered by shipping protection in this event and your items will be replaced. Please note, we do not offer refunds for parcels delivered to an incorrect address.

What happens if my parcel is damaged in transit?

If your parcel arrives damaged by the shipping carrier, we will replace the item for you. In the first instance, please contact our customer service team to arrange to have your parcel sent back for assessment by our returns team. Once an assessment has been made, you will be contacted with a resolution.

What if I do not have Shipping Protection?

If you did not opt into our Shipping Protection with your order, please contact the shipping carrier directly to seek a resolution. Without Shipping Protection on your order, BlockBlueLight will not be able to provide a replacement.

WHAT IS NOT COVERED BY OUR SHIPPING PROTECTION?

What happens if I have accidentally entered the incorrect delivery address on my order?

If an incorrect address is entered into your order and the parcel is subsequently delivered to that address, we cannot be held responsible for either the recovery or replacement of your order. This includes payment of any damages as a result of non-receipt of your order.

What happens if my order has shipping delays?

In the unlikely event of a delay in the delivery of your order that it is still in transit, this does not constitute as a lost parcel. The parcel must be first declared lost by the shipping carrier before a replacement is provided.

Can I get a refund on my Shipping Protection? 

Once your order has been dispatched, Shipping Protection is not able to be refunded. 

HOW DO I MAKE A CLAIM?

Making a claim is as easy as sending us an email. Simply send an email to  info@blockbluelight.co.nz with your order number, contact info and a description of the problem and we will get back to you ASAP.

For speedy resolution, please include description: "SHIPPING PROTECTION ORDER [Your BlockBlueLight Order Number]".

Alternatively, if you have any other questions relating to your parcel protection policy, please also feel free to email us at info@blockbluelight.co.nz with your order number. 

Can’t find the information you're looking for on this page?

If you have any questions relating to our parcel protection policy, please email us at info@blockbluelight.co.nz